VP, Customer Success Center of Excellence

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Job Description:
About Pluralsight
Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.
Working at Pluralsight
At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world.
And we don't let fear, egos or drama distract us from our mission. We're adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission, we are one.
The Opportunity
We are looking for an innovative and strategic leader to join our team as a VP of Customer Success Center of Excellence. We are committed to providing the best customer experience, and the Center of Excellence houses our core global operational efforts to impact our client engagements. The VP of CS CoE is responsible for leading the Center of Excellence and managing self-driven leaders and teams as they initiate and lead critical, complex projects and programs, aimed at ensuring our customers realize maximum value of their Pluralsight experience.
You will be responsible for leading teams that use data to design and implement value-based solutions to support our Customer Success Managers across the globe. You will lead our Value Engineering and SCALE teams, working with your teams to build initiatives around engagement and adoption for our customers. Your work will build upon our existing value framework and create new ways for our CSMs to assist customers in realizing measurable return on their investment with us. You and your team will serve as thought leaders within the global Customer Success organization and run programs that may include:
  • expanding our value engineering toolkit
  • coordinating best practice-sharing across the CSM population
  • managing councils and partnerships with other departments
  • aggregating and delivering product feedback
  • optimizing the customer success motion for channel partner sales customers
  • iterating on and refining the renewal negotiation process

You will prioritize your team's efforts, guiding them to pursue the most valuable initiatives that will drive meaningful improvements to the Pluralsight customer experience, that ultimately directly impact gross retention.
You and your teams will work collaboratively with stakeholders inside the Success organization and cross-functionally with partners in Sales, Marketing, Product, Data Science, Support and Professional Services. Together, you will bring an innovative approach to help us improve our current operating model as we continue to expand our customer base and product offerings.
Who you are:
  • You are passionate about developing people and delivering results
  • You are an amazing communicator and effective influencer with organizational and strategic thinking skills. People trust and follow you.
  • Persistent Problem-Solver- You understand our business goals, can adapt as the business changes, and find ways to guide your team to create impactful solutions
  • You have the ability to listen, think logically, strategically, and tactically to solve complex problems
  • You make data driven decisions and you easily pivot when priorities change
  • You are an inquisitive, critical thinker who is always looking for how things can work better
  • You are a natural project manager - you keep all the moving pieces organized and moving on time, and can develop these skills in your team
  • You check your ego at the door, and you relish seeing other people succeed
  • You are a team player eager to pitch in whenever necessary. You eagerly dive into projects and programs yourself when needed

What you'll own:
  • Design, launch, manage and execute large, complex programs - Oversee your teams to maximize the efficiency of our customer-facing employees, improve the experience of our customers and increase retention and growth of our customer base. Hold team members accountable for program success.
  • Recruit, hire, coach and up-level your team - Your team's performance is a reflection of your leadership. Acquire, retain and grow talent by identifying individual strengths and weaknesses and facilitating opportunities that will stretch your team members. Demonstrate empathy, transparency and accountability in every interaction with your team members, collectively and individually.
  • Be a trusted partner and strategic leader - Partner effectively and cross-functionally with leaders and teams that support customer operations (Customer Success, Retention Marketing, Data Science, Revenue Strategy, Product, People Operations, Revenue Enablement, etc.). Collaborate with partners in a team-first approach. Lead by example and persuasion. Anticipate needs before they arise and solve problems proactively.
  • Communicate progress and results - Succinctly and effectively communicate program and project status, and coach your team on how to do this. Identify risks and formulate risk mitigation strategies proactively. Understand when and how to escalate items as needed. Share success broady and take ownership for failure.
  • Embrace technology tools - Stay current on technology solutions and constantly be looking for levers to increase the effectiveness of our customer success and renewal motions.

EXPERIENCE YOU'LL NEED
  • Experience as a people leader leading project and program teams and delivering solutions of varying size and complexity
  • Demonstrable leadership abilities. Experience leading people by authority and by persuasion.
  • Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences
  • Understanding of a SaaS sales and renewal cycle
  • Strong analytical skills, comfort with data analytics
  • Experience leading dispersed team members
  • Bachelors Degree, Advanced Degree (MBA a plus), PM certifications also a plus
  • Strong operational mindset and ability to execute against specified targets
  • Identifying patterns in customer behavior that drive retention and account expansion

IDEALLY WHAT YOU'VE DONE
  • Prior experience in value engineering, customer success, customer service / support, sales, pre-sales or other customer-facing roles, or in supporting these types of teams
  • Successful PMO experience in a technology environment
  • Managed / mentored early career professionals
  • Recruited, trained, developed and retained high-performing talent
  • Strong operational and analytical abilities
  • 10+ years managing project and program teams
  • 8+ Years experience running large, cross-functional projects in a people leader role
  • Exposure to multiple project management methodologies a plus

EOE Statement
Be Yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • DynamoDBDatabases
    • FirebaseDatabases
    • RedshiftDatabases
    • S3Databases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • MarvelDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail
    • SendGridEmail
    • MarketoLead Gen

Location

Feed off the energy of Downtown Austin. Sit in the grass of the Capital, talk business over Medici coffee, and become a regular at a local lunch spot!

An Insider's view of A Cloud Guru, A Pluralsight Company

What’s the vibe like in the office?

It is very open and laid back, but also fun! You can just tell that everyone is happy to be here. You can feel the positive energy. We all joke around, but we still get work done - and do it well. Everyone is really good at their job and really passionate. We kick some booty.

Montana

Finance Guru

What projects are you most excited about?

I’m thrilled to work on projects that offer custom solutions for our customers. Whether I’m curating content for their specific roles or partnering with Training Architects to build personalized webinars, each project is really special because it’s created specifically for our learners to support them in their day to day efforts.

Christina

Marketing Guru

What makes someone successful on your team?

Throughout the company everyone, regardless of the team they are on, strives to help each other. Technical Editors craft content from the perspective of the student. Video editors make content look amazing. Designers craft awesome images and designs to support our courses. If you have ideas, ACG is a place where everyone helps them come to life.

Karlos

Training Architect

What is your vision for the company?

Cloud is the future and we're here to send as many into that future as we can. We set them up to achieve remarkable things and build a brighter tomorrow. Our vision is to chart the course to cloud maturity for businesses and individuals. We accelerate their journey and power their competitive advantage.

Lady

Chief Doggo Officer

What's the biggest problem your team is solving?

It makes a difference when you can get out of bed in the morning selling something that’s doing actual good. Organizations all over the world, of all sizes, in every industry, are facing a major challenge and opportunity with cloud. We reach out to these businesses with real value, because we have a product they need.

Madeline

Sales Guru

What are A Cloud Guru, A Pluralsight Company Perks + Benefits

A Cloud Guru, A Pluralsight Company Benefits Overview

We treat our people well, simply because it's the right thing to do.

Culture
Volunteer in local community
To celebrate our value 'Be Hungry, Stay Humble' we plan a day of charity each year. We volunteer around the city, and are active environmentalists.
Partners with Nonprofits
Our vision is to enable anyone, anywhere to become a cloud guru. We live this by partnering with nonprofits like Women Who Code and gifting money to all employees to donate to charity.
Friends outside of work
Eat lunch together
Intracompany committees
We stay connected through our Culture Committees, A Proud Guru, Anti-racism DIG (Diversity and Inclusion Groups), and Women-In-Tech DIG.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
From ex-6th street bar owners to ex-Silicon Valley, our management team, lead by our fearless leader and President Katie Bullard, is not only diverse in gender, but also background.
Unconscious bias training
All employees go through unconscious bias training annually, as well as when they become a people manager and interviewer. Plus we have tons of bias reminders trickled into our day-to-day.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our anti-racism and women in tech groups are the first of our employee resource groups. We also have A Proud Guru lead by our LGBTQIA community!
Hiring Practices that Promote Diversity
We use Greenhouse Inclusion which is paid software to help remove unconscious bias from our hiring practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Put aside up to $2,700 bucks to spend on yourself, or $5,000 on your dependents. $$$
Disability Insurance
Dental Benefits
A Cloud Guru pays for 100% of employee dental up to a cap dollar amount.
Vision Benefits
A Cloud Guru pays for 100% of employee vision, up to a cap dollar amount.
Health Insurance Benefits
We offer medical, dental, and vision insurance plans that fit your needs, whether it’s just you or you’re supporting a family.
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
From free headspace licenses and daily meditation to our Employee Assistance Program and manager hotline, wellness means physical AND mental health!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of parental leave, so go on and have a little one.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Restricted work hours
Company sponsored family events
Work to live, don't live to work!
Vacation & Time Off Benefits
Generous PTO
Even when your office is your living room, it can be good to get away from it. All Gurus get four weeks paid time off, 10 sick days, and enough holidays to make a banker blush.
Paid Holidays
We offer all employees paid time off for all major holidays
Paid Sick Days
Sorry you're sick. Here's 80 hours of paid sick leave a year.
Perks & Discounts
Casual Dress
Commuter Benefits
Are you a train or bus person? When we're in the office, we offer free parking for our drivers, and if you're a walker we reward you with $125 monthly stipend.
Company Outings
Get to know the Gurus with good times, like get-togethers inspired by our values, virtual drawing sessions, or a socially distanced drive-in movie.
Free Daily Meals
Family lunch is our favorite office tradition. When we are in the office we don't eat at our desks, we eat together.
Stocked Kitchen
We eat a lot of cheese, and have heated debates over LaCroix vs Waterloo. The hard-boiled eggs are a bit watery, but people eat 'em!
Some Meals Provided
Happy Hours
Parking
We have your Downtown parking covered. We offer paid garage parking nearby the office.
Pet Friendly
Our office doggo Lady will greet you at the door and steal food out of your trashcan.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
If you walk, train, or bus to work, you get money monthly that can be put towards a gym membership.
Home Office Stipend for Remote Employees
To make WFH a little more awesome, you get $$$ to build out or improve your home office set up.
Professional Development Benefits
Job Training & Conferences
Training is in our DNA. Every Guru is given $250 a quarter to spend on professional development, and given 2 hours EVERY week to put aside their daily work to focus on training.
Tuition Reimbursement
Gurus get $1000 annually to use towards any personal development including tuition, textbooks, and classes.
Diversity Program
Lunch and learns
Improve your sales skills, branding skills, learn how to not get your passwords stolen, figure out what the heck is going on with your benefits... we love a good lunch and learn!
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Every Friday for 2 hours, we put down our normal work and spend time learning something new.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Within months of joining, all Gurus take their Certified Cloud Practitioner exam, so that we can empathize with our students. After that, use your training budget for all the certs you need!

Additional Perks + Benefits

We were always really proud of the in-office experience we created for people. The space, the location, and what we offered internally was really key. Then COVID happened, and that all went out the window. That's why it was important for us to recreate this experience virtually for our new hires and our existing team. We wanted to take our best-in-class office experience and make it a best-in-class at home experience.

To learn more about our remote culture and perks, check out this article: https://www.linkedin.com/pulse/cloud-guru-launches-new-wfh-perks-benefi…

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